Service Desk Analyst (1st Line)Central Reading - no parkingThis is an excellent opportunity to join a FTSE 250 company working in their busy IT team. This role could suit someone who has a strong desire to work in IT with a proven aptitude in this area or someone with 12 months + experience, looking to expand their experience.As a 1st Line Service Desk Analyst, you''ll be the first point of contact for all IT support queries, providing prompt, knowledgeable assistance across hardware, software, network, and application issues. You''ll work closely with 2nd and 3rd Line Support, Infrastructure, Application Support, and Cyber Security teams to deliver fast, effective resolutions and contribute to continuous improvement across the IT environment.Operating Monday-Friday, 07:00-19:00, the Service Desk leverages ServiceNow to log, track, and resolve incidents, aiming to resolve 65% of issues at first contact. You will need to be prepared to work on rotating shifts, week one starting at 7am and finishing earlier and week 2 starting later and finishing at 7pm, Monday to Friday only.Your role:Provide professional support via phone, email, and live chat, troubleshooting end-user IT issues across Windows, Office 365, printers, networks, and business-critical applicationsResolve technical incidents efficiently, using internal knowledge bases and documented procedures, escalating complex issues to the correct 2nd/3rd Line teamsAccurately log, update, and close tickets in ServiceNow, ..... full job details .....